Customers Are People ... The Human Touch
Although 70% of the customer's decision to buy is based on how they are treated as people, few ornganizations have recognized its importance as well as understanding how to implement the "human touch" art as a science. John McKean provides a practical guide to implementing this art as consistent, business-wide, technology-enabled science drawn form proven approaches from world-class human touch practitioners.
What people are saying - Write a review
We haven't found any reviews in the usual places.
2 Leading the Human Firm
3 Acknowledging Customers
4 Treating Customers with Respect
5 Building Trust with Customers
6 Communicating Humanly with Customers
Abercrombie & Fitch acknowledgement activities anxiety approach associates AT&T Labs automobile behavior build trust business’s call-center client common courtesies communicate competitors cost create culture customer feels customer interactions customer satisfaction customer service customer’s perception Day Spa dehumanizing deliver DLM’s Dorothy Lane emotional emotionally employee’s employees environment example executive experience Feng shui firm focus focused fulfillment genuine caring guests Harley-Davidson Horst human interaction attributes human needs human touch impact implement important improvement initial InsWeb issues Jane John John Higgins John’s Land Rover center Land Rover Discovery Lexus Dealership loyalty manager ment messages negative nonverbal communication Norman Pastor Rick permission of Ritz-Carlton problem products and services promise repair reproduced by permission respect response retail RevPAR room service sense simple specific Suncorp tion tomers understand Wal-Mart